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Cable Internet

F.A.Q

Yes, Videotron offers you a static IP service with gateway-router that allows you to keep your internal hosting services. One of our technicians can establish the connection to your network equipment.

Though we offer a complete range of hosting services, you can keep your current provider if you wish. Changes to your email configuration may be necessary. Our 
Business technical support will be happy to help you.
No, your configuration will remain the same because your internal network is independent from your Internet provider. The only change necessary will be to edit the type of connection, which will become DHCP (dynamic IP).

Check that your connection is active on one of the computers in your network. If one of the computers is connecting, it means that the problem comes from the workstation where the connection failed.

 

Check your router’s IP configuration. The problem may come from a modified or alternative network configuration. Restart your devices to see if the problem persists.

 

If the problem does persist, connect a computer directly to the modem without going through the other devices.   Restart the modem. If connection occurs, you can connect to the Internet.

 

If not, contact Business t.

To find the source of the problem, connect directly to the Videotron modem. If you have a router that belongs to Videotron, please contact Business technical support so they can identify the nature of the problem.

 

There are a number of different reasons for an intermittent Internet connection. After connecting a computer directly to the Videotron static IP router, one of our technicians can verify if the service is working properly.

 

Note: Videotron is not responsible for equipment from other providers.

All computers with a network card and an operating system using the TCP/IP protocol can theoretically access the Internet. However, it is recommended that you have the latest equipment to fully enjoy what the technology has to offer. A wired connection with a 100 Mbps (100BaseT) Ethernet port is preferable to a USB connection shared by a number of peripheral devices. Wireless connections are as yet unable to fully achieve the speeds available.
If you have a WiFi connection, it is useful to remember that, regardless of the protocol used (802.11b, g or n), most business wireless devices (routers, phones and multimedia transmitters) operate on the same frequency (2.4 GHz or 5 GHz). They are therefore capable of creating interference and slowing the connection, especially if they are on the same channel. Under certain conditions, microwave ovens can also interfere with 2.4 GHz frequencies and, though insulated, can cause a serious slowdown between the transmitter and receiver. You’ll notice this if you approach a working microwave while talking on a 2.4 GHz wireless phone. Note that the 802.11b standard has a theoretical transfer speed of 11 Mbps (an actual transfer speed of 6 Mbps), and 802.11g has a theoretical transfer speed of 54 Mbps (an actual transfer speed of 26 Mbps). Both use the 2.4 GHz band. The 802.11n standard, ratified in September 2009, has a theoretical transfer speed of up to 600 Mpbs. The actual maximum transfer speed obtained is usually around 100 Mbps within a 90 meter radius. It uses 2.4 GHz and 5 GHz frequency bands. Like any radio communication, the signal is vulnerable to interference.
Yes. Only some of the latest devices have the minimum elements required to deliver Videotron Internet Fibre Hybrid. These include 100 Mbps (100BaseT) or 1 Gbps (1000BaseT) Ethernet and WAN ports, and processors capable of supporting these speeds. Most business routers currently in use in the business community do not meet these criteria. Videotron technical support is limited to resetting routers. You might therefore be asked to plug your computer directly into your cable modem to help us diagnose a problem.
The most reliable way of linking components into a local network is with Ethernet, also known as an RJ45 connector. For Internet Fibre Hybrid, we suggest using certified Category 5 (preferably Category 5e) network cables, whose specifications reduce crosstalk interference to a minimum. Homemade Ethernet cables should be used with great caution because connections not compliant with T568A or T568B standards are more likely to produce interference.
TCP/IP (Transmission Control Protocol and Internet Protocol) is the term now used to describe the entire sequence of protocols used on the Internet. These two protocols were the first to be defined. In a protocol stack, each layer solves a certain number of data transmission problems, and certain ones must be specifically defined to deliver services like Videotron Internet Fibre Hybrid.
The TCP configuration for all the latest computers with a Windows Vista or Mac OS 10.5 operating system (the most prevalent) natively supports the power provided by Videotron Internet Fibre Hybrid access. However, previous-generation PCs will require adjustments to fully achieve this speed. If upgrading to these operating systems is not possible and/or desired, the Windows XP or Mac OS 10.4 IP stack can be adjusted with utilities available at Videotron's Customer Centre.
Whether you have MAC OS 10.4 or Windows XP, the utilities offered (including Videotron's Optimizer for the Windows platform) perform the same function, i.e. they adjust the buffer storage of the TCP send and receive windows defined in PCs. By providing more buffer memory, more data can circulate at the same time, optimizing Videotron Internet Fibre Hybrid access. Note, however, that this modification applies only to Internet Fibre Hybrid and can damage the performance of a bundle with lower capacity. This modification can be performed with utilities available at the Videotron Customer Centre.
Your computer equipment may be the reason why you can't access the Internet. To eliminate this possibility, turn off your computer completely, then wait a few seconds and restart it. If you still can't access the Internet, reset the modem. To do so, unplug the electrical connector from the wall outlet, wait 20 seconds, then plug it back in. Wait one minute, restart your computer, and try accessing the Internet once again. If this fails, contact the technical support department at 1-800-561-4248, which is available 24/7.
Make sure that icons for shareware such as  (P2P) are not in the task bar. Software like this considerably slows your Internet connection. Given the logical and physical design of the vast Internet network, we cannot guarantee a specific speed when you navigate particular sites. Factors affecting speed are various and include your router's capability, , and the status of the computer itself (firewall, procedures for optimization, antivirus analysis, backup, etc.). Please remember that servers and websites outside the Videotron network are out of our control. Our role is limited to providing you access.
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